The moderation influence of warranty on customer satisfaction’s antecedents: an empirical evidence from automotive dealerships

The purpose of this article is to investigate the differential influence of product quality and service quality on customer satisfaction (CS) along with the interaction role of warranty presence in the context of automotive dealerships. Survey-based research methodology is adopted in which the population are the car owners who perform repair and maintenance jobs in authorized service centres. It is found that the warranty moderation role is supported wherein the relationship between service quality and CS is strengthened by the warranty presence, contrary to the insignificant relationship between product quality and CS influenced by the warranty moderator; besides, the empirical results provide an evidence that the CS value relies on metrics comprising operational measures for service quality and product quality. The outcome of this study contributes to sensitizing the decision makers from manufacturing and service disciplines to the interdependencies and the prerequisite for overall collaborative development. This study presents the first systematic approach that differentiates the influence of product quality and service quality on CS, wherein the warranty service is primarily introduced as a moderator affecting the antecedent relationship in the context of automotive dealerships.     

The governance,risk-taking,and performance of Islamic banks

We examine whether the difference in governance structures influences the risk taking and performance of Islamic banks compared to conventional banks. Using a sample of 52 Islamic banks and 104 conventional banks in 14 countries for the period from 2005 to 2013, we conclude that the governance structure in Islamic banks plays a crucial role in risk taking as well as financial performance that is distinct from conventional banks. Particularly, we show that the governance structure in Islamic banks allows them to take higher risks and achieve better performance because of product complexities and transaction mechanisms. However, Islamic banks maintain a higher capitalization compared to conventional banks. These results support the research on Islamic investment and risk taking. Our results add a new dimension to the governance research that could be a valuable source of knowledge for policy makers and regulators in the financial services sector.     

The dynamics of aggregate demand and supply shocks in ASEAN countries

This paper revisits the issue of identification of aggregate demand and supply shocks in ASEAN countries using an alternative identification scheme where the aggregate demand and supply shocks are allowed to be correlated. Applying the technique of Cover, Enders, and Hueng (2006) within a bivariate Structural VAR model, this paper shows that aggregate demand and supply shocks are interrelated (positively) in ASEAN countries. Unlike most of the previous studies, it is found that changes in the output level are mainly driven by aggregate demand shocks, whereas supply shocks play the dominant role in affecting inflation in ASEAN countries. The correlation of the shocks across the countries is found to be quite small, suggesting that ASEAN is still not set to form a common currency union.     

Services Input Intensity and US Manufacturing Employment Responses to the China Shock

Review of Industrial Organization - We present industry-level evidence that manufacturing sectors that make use of services as inputs more intensively are more robust to shocks from import...     

A Reform in Search of a Purpose: French Insolvency Law Changes (Again!)

This article charts the additions made by the French legislator to the insolvency framework, reformed relatively recently in 2005 and 2008, consisting in a fresh set of amendments in 2014 aimed at encouraging more take up of upstream rescue proceedings as well as improving the existing procedures.     

The Power of Social Network Construction and Analysis for Knowledge Discovery in the Medical Referral Process

The social network model is powerful enough to provide for the analysis and study of a variety of application domains from daily life, including health care and health informatics. After the widespread appearance of automated tools capable of deriving and analyzing social networks, social network analysis (SNA) and mining in the health care domain has recently received considerable attention for its key role in understanding how various bodies within the health care system form communities and how they are socially connected with each other. This understanding helps enhance the organizational structures and process flows, among others. In this article, we show how SNA techniques can solve issues in the medical referral system in the Canadian health care system and the like, by analyzing the social network of general practitioners (GPs) and specialists (SPs). One of the main targets is to optimize the communication between GPs and SPs with hopes of decreasing the waiting time of patients to be seen by SPs. Various SNA and mining techniques are described and analyzed, backed by reporting some experimental results.     

Parcel distribution timetabling problem

In this paper we propose a model to generate an effective timetable for time definite parcel distribution companies operating a hierarchical hub-and-spoke network. The model, referred to as parcel distribution timetabling problem, provides the departure times from each serviced city and each servicing facility in order to minimize the travel times of all shipments from their origin cities to their destination cities. Although the problem is faced by every parcel distribution company, it is rarely addressed in the literature. There is no evidence that parcel distribution companies, including the international ones, are developing operational research models in generating their timetables. The application of the model to a real-world case led to a decrease of more than 11% in the average travel time of the shipments. The company was even more delighted by the rapidity of the model in generating the timetable; this task that used to take weeks is decreased to just minutes.     

Artificial decision-making and artificial ethics: A management concern

Expert systems are knowledge-based information systems which are expected to have human attributes in order to replicate human capacity in ethical decision making. An expert system functions by virtue of its information, its inferential rules, and its decision criteria, each of which may be problematic. This paper addresses three basic reasons for ethical concern when using the currently available expert systems in a decisions-making capacity. These reasons are (1) expert systems' lack of human intelligence, (2) expert systems' lack of emotions and values, and (3) expert systems' possible incorporation of intentional or accidental bias. For these reasons artificial ethics seems to be science fiction. Consequently, expert systems should be used only in an advising capacity and managers should not absolve themselves from legal and ethical responsibility when using expert systems in decision making.Omar E. M. Khalil is a visiting Lecturer of information systems at the University of Massachussets at Dartmouth. He has published in theInternational Journal of Man-Machine Studies and in several proceedings.